Support

The Support tab sets which customer support channels visitors can reach from the widget. Each widget has its own support settings, so you can configure every widget differently.

1. Go to Widgets
2. Select the widget to modify
3. Open the Support tab

The preview on the right updates as you change settings, but nothing reaches your website until you click Save at the top of the page. Reset discards unsaved changes. You can change the titles and descriptions of the support channels under Text.

Support Channels

The Support Channels card lists each channel and whether it’s Enabled or Disabled. Click a channel to open its settings, and Back to Support Channels to return to the list.

Phone Support

1. Turn on Enable Phone Support
2. Click Add new contact, or the pencil icon to edit an existing contact
3. Enter the Phone number title, for example the name of the department, and the Phone number
4. To show opening hours, click Add time and enter a label (for example Monday - Friday) and the hours (for example 8:00 - 16:00). Add a row for each set of hours.
5. Click Save changes to close the dialog, then Save at the top of the page

Add as many contacts as you need. The trash icon removes a contact.

Email Support

Shows a form visitors use to email your support team.

• Sender email address is the sender of the support emails. Use it to recognise and sort emails from the widget. If you leave it empty, the emails come from a Raffle no-reply address.
• Support email address (required) receives the messages.
• Email subject (required) is the subject line, for example [raffle Search] Email Support.
• Custom message is added to every message, for example the website it came from or a confidentiality note.
• Send copy to self shows a checkbox visitors can tick to get a copy of their email.

Chat Support

Opens the chat of your live chat provider. The provider’s chat must already be installed on your page. If your provider isn’t listed, contact Raffle Support.

1. Turn on Enable Chat Support
2. Choose your provider under Vendor

For Zendesk, Inject first message sends the visitor’s question as the first chat message, which skips a pre-chat form if you have one. For widgets other than launchers, Always show widget makes sure the provider’s chat widget is always shown.

Contact Form Support

Sends visitors to an existing page, such as your contact form or a booking page. Turn on Contact form support and enter the page in Form URL.

Lead Generation

Adds a form to the widget’s home screen where visitors can leave their contact details. The submissions are emailed to you.

• Enable Lead Generation turns the form on.
• Recipient email address (required) receives the submissions.
• Email subject (required), for example [raffle Search] Lead Generation.
• Custom message is added to every submission.
• Send copy to self shows a checkbox visitors can tick to get a copy of their submission.
• Send conversation includes the chat conversation in the submission.
• Show in chat lets the chat offer the form when the assistant decides the visitor wants to be contacted. After each answer, the chat shows at most one extra item, in this order: support channels, then the lead form, then the feedback card. See After an answer.

In the Form Fields card, choose which fields the form has: Full Name, Email, Phone and Message. When a field is on, a second switch (for example Email required) makes it mandatory.

Add a link on support page

Shows a link above the support channels, for example to your privacy policy or a help page. The card is greyed out until enough support channels are enabled.

1. Turn on Enable hyperlink
2. Enter the URL of the page
3. Enter the Label, the link text visitors see

Availability

Phone, email, chat and contact form support each have an Availability card below their settings, for example Availability for Email Support. Use it to show a channel only at certain times. Outside those times, the channel is hidden.

Condition availability is on by default, which means the channel is always shown. To limit it:

1. Turn Condition availability off
2. Add rules:
   • Add SHOW rule shows the channel at set times. Choose the times in From and To, and when it repeats in Repeats: every day, every weekday, every weekend or a specific day.
   • Add HIDE rule hides the channel between two dates, for example during holidays.
3. Add more rules as needed. Delete removes a rule.

Display options

Below the support channels:

• Show support result at bottom of search results adds a support entry after the search results.
• Show support banner on home screen shows a support entry on the widget’s start screen.

Both need at least one enabled support channel.